Service Support Analyst

Rotherham Full Time

As a member of the Corporate Support Team, the main responsibility of the Service Support Analyst role is to provide IT support and assistance to Wath-Upon-Derne based employees (users) for IT services provided by the clients UK IT department. The successful candidate will act as a point of escalation for Wath-Upon-Derne users, taking ownership of the ticket queue as well as identifying and implementing improvements to procedures specific to the Wath-Upon-Derne office.

The Service Support Analyst is responsible for:

* Call logging, prioritisation and categorisation in the ITSM ticketing system
* Technical troubleshooting and root cause identification for effective incident resolution
* Incident management (timely resolution or escalation, follow-up, user communication)
* Act as a point of escalation for Wath-Upon-Derne based users, taking ownership of received escalations
* Ensuring the ticket queue is a true reflection of the current workload
* Identification and implementation of improvements to procedures that are specific to the Wath-Upon-Derne team
* Request fulfilment (standard and some non-standard requests)
* Managing user accounts and standard access rights
* Installing, configuring, monitoring and supporting the workstation environment including computers, mobile devices and IP telephony
* Software deployment (automated and manual)
* User training on the varied IT Services (when required)
* Maintaining user documentation and IT documentation (procedures, knowledge base)
* Contribute to the continuous improvement of user experience
* Providing support of meeting room technology

Skills and Attributes:

* Good knowledge of ITIL and IT Service Management best practices in general
* Proficient in all recent Windows desktop versions: deployment, configuration, maintenance, software distribution (SCCM), patching (WSUS) and management – and associated technologies
* Good knowledge of Microsoft Exchange concepts and administration
* Good knowledge of the Microsoft Office software suite
* Active Directory concepts and key objects (users, computers and groups)
* Android and Apple (iOS) mobile devices and supporting mobile device management platforms
* Citrix application publishing technology
* Backup and restore administration and associated technologies
* Basic networking knowledge
* Good knowledge of conferencing facilities (video and telephone conferencing)
* RSA SecurID token administration console
* Cisco IP phones administration and associated technologies
* Remote access (VPN) products (e.g. Cisco Any Connect)

Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Networkers and may assist with processing your application

To apply for this job please visit itjobpro.co.uk.